ISG Software Research Analyst Perspectives

Supercharging Customer Experiences Through Contact Centers in the Cloud

Posted by Mark Smith on 11 October 2018

An intensified focus on the customer is driving the trend toward enabling omnichannel support in contact centers, our benchmark research on contact centers in the cloud has found. In my last analyst perspective I highlighted some key benefits of a contact center in the cloud. In this perspective, I want to elaborate on the finding that only about one-third (35%) of organizations participating in...

Topics: Customer Analytics, Customer Engagement, Customer Experience, Cloud Computing, Collaboration, Customer Service, Contact Center, Workforce Optimization

Embracing New Channels Through Contact Center and Cloud Computing

Posted by Mark Smith on 08 October 2018

To remain competitive, organizations must deliver the best possible customer experience through all channels of engagement. One technological approach to accomplish this is to enable a contact center to handle all the channels through which customer interactions with the organization are routed and acted upon. The contact center continues to need to handle telephony, of course, as this remains a...

Topics: Customer Analytics, Customer Engagement, Customer Experience, Cloud Computing, Collaboration, Customer Service, Contact Center, Workforce Optimization

Workday to Acquire Adaptive Insights

Posted by Robert Kugel on 01 July 2018

Workday will acquire Adaptive Insights for $1.55 billion in cash, with the transaction scheduled to close in the third quarter of this year. The combination adds Adaptive Insight’s well-developed cloud-based financial performance management software to Workday’s workforce and financial management suite. Workday says Adaptive will operate as a standalone business and continue with its current...

Topics: Office of Finance, Continuous Planning, Cloud Computing, Collaboration, Financial Performance Management

A Superior Employee Experience – A New Business Imperative

Posted by ISG Software Research on 14 June 2018

Employee engagement has been a dominant theme in both human capital management (HCM) and the systems to manage it in recent years; lately (though not necessarily appropriately) it is a topic often equated with the notion of the employee experience. On a related point, Gallup’s annual employee engagement survey has consistently found the majority of today’s workforce to be disengaged, defined as...

Topics: Big Data, Data Science, Human Capital Management, Machine Learning, Learning Management, Analytics, Business Intelligence, Cloud Computing, Collaboration, HRMS, Workforce Management, Digital Technology, Workforce Optimization

AI in Business: Hypocrisy and Opportunity

Posted by Mark Smith on 06 June 2018

We now are well beyond the year depicted in 2001: A Space Odyssey, a cinematic perspective on the future of artificial intelligence in which HAL 9000, a computer, is able to simulate human behavior and control machines. Anyone reviewing the past two years of marketing around AI in the business technology industry can be forgiven for believing that we have arrived at the futuristic state Stanley...

Topics: Big Data, Data Science, Mobile, Customer Analytics, Customer Engagement, Customer Experience, Machine Learning, Mobile Technology, Analytics, Business Intelligence, Cloud Computing, Collaboration, Customer Service, Data Governance, Data Integration, Data Preparation, Internet of Things, Contact Center, Information Optimization, Digital Technology, Machine Learning and Cognitive Computing, Cybersecurity, Billing and Recurring Revenue, Workforce Optimization, collaboration for business

Blockchains Come in Different Shapes and Sizes

Posted by Robert Kugel on 27 May 2018

Blockchains are attractive because their built-in security and trust factors make them useful for almost all business interactions involving organizations and individuals. Blockchains have two basic functions. One is as a method for handling transactions involving property such as land deeds, trademarks or other assets. The second involves exchanges of data such as identities of individuals or...

Topics: Big Data, Data Science, Mobile, Marketing Performance Management, Office of Finance, business intelligence, Analytics, Cloud Computing, Data Governance, Data Integration, Data Preparation, Internet of Things, Digital Technology, Digital Marketing, Digital Commerce, Operations & Supply Chain

Workday Advances Technology Roadmap for Finance

Posted by Robert Kugel on 21 May 2018

Workday recently presented a technology summit for industry analysts. The presentations focused on Workday’s ongoing product advancements as well as its approach to employing emerging technologies. These technologies include artificial intelligence (AI) and machine learning (ML), robotic process automation (RPA) and bots utilizing natural language processing. Ventana Research uses the term “...

Topics: Big Data, Data Science, Mobile, Machine Learning, Office of Finance, Continuous Planning, Cloud Computing, Collaboration, Financial Performance Management, ERP and Continuous Accounting

GDPR: Business or Technology Vendors Ready or Not?

Posted by Mark Smith on 11 May 2018

We are have arrived at the May 25, 2018 date when the European Union’s General Data Privacy Regulations (GDPR) become enforceable, following what has been a two-year transition period. Companies were given this time to put in place reasonable measures and the systems necessary to support the legislation’s wide-ranging personal data privacy requirements, which apply to any organization with more...

Topics: Big Data, Data Science, Mobile, Sales, Customer Analytics, Customer Engagement, Customer Experience, Marketing, Analytics, Business Intelligence, Cloud Computing, Collaboration, Data Governance, Data Integration, Data Preparation, Internet of Things, Contact Center, Digital Technology, Digital Marketing, Digital Commerce, Cybersecurity, Billing and Recurring Revenue, collaboration for business, mobile marketing

Beyond Digital Transformation: Effective Technology Innovation in 2018

Posted by Mark Smith on 07 May 2018

Advancing the potential of any business requires continuous improvement in the processes and technology that support it. Many companies have embraced attempts at a digital transformation, and it’s become a goal to which organizational resources and budgets have been dedicated around the globe.

Topics: Big Data, Data Science, Mobile, Sales, Customer Analytics, Customer Engagement, Customer Experience, Human Capital Management, Machine Learning, Marketing, Marketing Performance Management, Mobile Technology, Office of Finance, Wearable Computing, Analytics, Business Intelligence, Cloud Computing, Collaboration, Customer Service, Data Governance, Data Integration, Data Preparation, Internet of Things, Contact Center, Information Optimization, Product Information Management, Digital Technology, Digital Marketing, Digital Commerce, Operations & Supply Chain, Machine Learning and Cognitive Computing, Pricing and Promotion Management, Cybersecurity, Billing and Recurring Revenue, Workforce Optimization, collaboration for business, mobile marketing

Oracle’s Modern Finance Experience is Robotic

Posted by Robert Kugel on 02 May 2018

After more than a decade of steady development, ERP systems today are changing fundamentally, facilitated by the availability of advances such as cloud computing, advanced database architecture, collaboration, improved user-interface design, mobility, analytics and planning. This was evident when Oracle recently held its third analysts-only ERP Cloud Summit in New York to coincide with its Modern...

Topics: ERP, Machine Learning, Cloud Computing, Robotic Process Automation, Artificial intelligence, blockchain, AI

Joining the Ventana Research Team and Community

Posted by ISG Software Research on 06 December 2017

I’m thrilled to announce to my HCM vendor and practitioner network as well as the ever-expanding Ventana Research community that I’m now directing Ventana’s HCM practice. I will be working closely with our CEO and Chief Research Officer Mark Smith, who is a fellow HCM enthusiast and thought leader.

Topics: Big Data, Data Science, Mobile, Human Capital Management, Machine Learning, Learning Management, Analytics, Cloud Computing, Collaboration, Internet of Things, HRMS, Workforce Management, Payroll Optimization, Customer Digital Technology

Oracle Demonstrates ERP Cloud Progress at OpenWorld

Posted by Robert Kugel on 30 November 2017

Oracle OpenWorld is a fall event that sprawls over a lot of territory – figuratively in terms of the IT landscape and, if you’re in San Francisco, literally. My focus here is on the ERP portion of the company’s software portfolio.

Topics: Office of Finance, Recurring Revenue, Cloud Computing, asc 606, Enterprise Resource Planning, ERP and Continuous Accounting, revenue recognition

Intacct is a Sage Investment

Posted by Robert Kugel on 14 November 2017

Sage Intacct recently held its annual user group meeting. The cloud financial management software service provider targets rapidly growing small- and midsize services companies. Within this broad category, Sage Intacct focuses on verticals including software, financial services, healthcare, nonprofits, wholesale and franchisers.

Topics: Office of Finance, Recurring Revenue, Cloud Computing, asc 606, Enterprise Resource Planning, ERP and Continuous Accounting, revenue recognition

Unit4 Prevero Provides a Practical Alternative to Spreadsheets

Posted by Robert Kugel on 22 September 2017

In 2016 Unit4 acquired Prevero, a financial performance management software company. The acquisition reflects a trend toward the convergence of transactional and analytical business applications. ERP and financial management software vendors increasingly are adding analytic capabilities – especially in financial performance management (FPM) – to the core functions of transaction processing and...

Topics: Marketing, Office of Finance, Continuous Planning, Analytics, Business Intelligence, Cloud Computing, Collaboration, Workforce Management, Financial Performance Management, FPM, Work and Resource Management, Operations & Supply Chain, Sales Planning and Analytics

Genesys Doubles Down on Customer Experience Platform

Posted by ISG Software Research on 17 July 2017

Today many conversations about contact centers and CRM focus on customer engagement and the customer experience. Customer engagement should be relatively straightforward, addressing how organizations interact with customers through different channels of engagement. However, when it comes to customer experience, I believe many miss the point. The key word is experience, which means it is...

Topics: Customer Analytics, Customer Engagement, Customer Experience, Cloud Computing, Customer Service, Contact Center, Billing and Recurring Revenue, Workforce Optimization

Technology Improves Customer Experience: Does Yours?

Posted by ISG Software Research on 29 June 2017

Our benchmark research into next-generation customer engagement finds that three-quarters (77%) of organizations participating in the research said it is very important to improve the way they engage with customers. The two main drivers behind this are improving the customer experience (cited by 74%) and improving performance of the customer service organization (70%). This is important because...

Topics: Mobile, Customer Analytics, Customer Engagement, Customer Experience, Customer Feedback Management, Cloud Computing, Collaboration, Customer Service, Internet of Things, Contact Center, Digital Technology, Omnichannel, Customer Journey Maps, Billing and Recurring Revenue

Broken Analytics and BI? Natural Language and Notifications Can Help

Posted by Mark Smith on 15 June 2017

If we look at the focus of technology vendors for analytics and business intelligence or business applications providers deploying these capabilities in the last five years, we see that they have elevated the importance on the value of visualization and dashboards. These promotions might be understandable, but will they make business and the people using them more intelligent?

Topics: Big Data, Data Science, Mobile, Machine Learning, Analytics, Business Intelligence, Cloud Computing, Collaboration, Information Optimization, Digital Technology, Machine Learning and Cognitive Computing

Salesforce Fails Again in Customer Experience

Posted by Mark Smith on 14 June 2017

More than a year ago I wrote from personal experience about the challenges our firm encountered with Salesforce’s cloud computing systems and customer service and if we can trust them for business in the cloud. That perspective covered a range of issues that the behemoth cloud computing applications and platform company is facing regarding its service and technology. While Salesforce has shifted...

Topics: Big Data, Sales, Office of Finance, Analytics, Cloud Computing, Collaboration, Product Information Management, Sales Performance Management, Digital Commerce, Sales and Operations Planning, Machine Learning and Cognitive Computing, Sales Enablement and Execution, Machine Learning Digital Technology, Sales Planning and Analytics

NetSuite Presents New Suites at SuiteWorld

Posted by Robert Kugel on 08 June 2017

I recently attended SuiteWorld, NetSuite’s annual user conference. In the opening keynotes and throughout the event speakers emphasized benefits for NetSuite users resulting from the merger of NetSuite and Oracle, completed last fall. I wrote about this at the time. NetSuite users are likely to benefit from Oracle’s sales and core technology infrastructure. Before the merger, NetSuite’s R&D...

Topics: Human Capital Management, Office of Finance, Recurring Revenue, Cloud Computing, HRMS, Enterprise Resource Planning, ERP and Continuous Accounting

The Year of Machine Learning

Posted by David Menninger on 01 June 2017

This year various types of organizations are embracing machine learning like it is going out of style – or maybe it would be better to say coming into style. And now with a little investigation on LinkedIn finds over half million professionals with machine learning in their job title. Machine learning is the application of specific data science algorithms that become more accurate as the system...

Topics: Big Data, Data Science, Analytics, Business Intelligence, Cloud Computing, Machine Learning and Cognitive Computing, Machine Learning Digital Technology